> For the complete documentation index, see [llms.txt](https://docs.doku.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.doku.com/subscription-and-billing/flexibill/subscription-and-billing/subscriptions/cancel-subscription.md). # Cancel Subscription This page covers the **Cancel Subscription** feature. This feature lets a merchant end a customer's subscription so no further invoices are generated from that point on. A subscription can be cancelled one at a time from the subscription list, or in bulk when several **Active** subscriptions need to be ended together. Every cancellation captures a **Cancellation Reason**, giving merchants a structured record for churn analysis and reporting. #### 🔂 Individual & Bulk Cancellation Cancel a single subscription directly from its row using the three-dot (**More Actions**) menu, or select multiple subscriptions with an "Active" status and cancel them together in one action using the table-level **Action** button. #### 📋 Structured Cancellation Reason Every cancellation — individual or bulk — requires the merchant to select a Cancellation Reason from a predefined list before the action is confirmed. This keeps cancellation data consistent and analyzable across the merchant account. #### ⚡ Cancel Immediately The available Cancellation Type is **Cancel Immediately**, which ends the subscription as soon as the action is confirmed. #### 🛡️ Confirmation Safeguard A confirmation modal stands between the merchant and the cancellation. The merchant must actively choose a reason and click **Cancel Subscription** to proceed — or click **Keep Subscription** to back out without making any change. #### ✅ Active-Only Bulk Selection Bulk cancellation is intended for subscriptions currently in "Active" status. Selecting subscriptions by this status before applying the bulk Action helps prevent accidentally acting on subscriptions that are already Expired. ## How It Works {% stepper %} {% step %} ### Navigate to Subscriptions Go to `Subscription and Billing → Subscription` to view the full subscription list. {% endstep %} {% step %} ### Choose the cancellation scope Use the three-dot icon on a single row for one subscription, or check the boxes next to several "Active" subscriptions for a bulk action. {% endstep %} {% step %} ### Select Cancel Choose **Cancel** from the row's More Actions dropdown, or from the **Action** button above the table for a bulk selection. {% endstep %} {% step %} ### Select a Cancellation Reason In the confirmation modal, choose the reason that best matches the customer's situation. {% endstep %} {% step %} ### Confirm Click **Cancel Subscription** to finalize, or **Keep Subscription** to close the modal without cancelling. {% endstep %} {% endstepper %} {% hint style="info" %} **Example:** Merchant "hazim" cancels subscription `SUB26000003` for member Hasnim, selecting **"Unsatisfactory experience"** as the Cancellation Reason. {% endhint %} ## Capability Details {% tabs %} {% tab title="Cancellation" %} #### What is a Cancellation? A Cancellation ends a customer's subscription. Once confirmed, the subscription stops generating new invoices going forward. Cancellation is available for subscriptions listed under `Subscription and Billing → Subscription`. #### Cancellation Type The confirmation modal presents a **Cancellation Type** field. Currently available: * **Cancel Immediately** — The subscription is ended as soon as the merchant confirms the action — no further billing cycles are generated. #### Cancellation Reason The merchant must select a **Customer Cancellation Reason** before the cancellation can be confirmed. Available reasons: | Reason | Typical Use | | ---------------------------------------- | ----------------------------------------------------------------------------------------- | | Not using the service frequently | Customer has low or no recent usage | | Switching to a different plan or product | Customer intends to move to another plan (may need a new subscription created separately) | | Pricing-related reason | Customer feels the price is too high or no longer justified | | Found a better alternative | Customer has moved to a competitor's offering | | Unsatisfactory experience | Customer is dissatisfied with the product or service quality | | Other | Any reason not covered by the options above | | {% endtab %} | | | {% endtabs %} | | ### Individual Cancellation To cancel a single subscription, the merchant follows these steps: {% stepper %} {% step %} ### Navigate to the subscriptions list Click the three-dot icon (**More Actions**) on the right side of the specific subscription row. {% endstep %} {% step %} ### Select Cancel Select **Cancel** from the dropdown menu. A confirmation modal appears, prompting the merchant to select a Cancellation Reason. {% endstep %} {% step %} ### Confirm the cancellation Choose the appropriate reason and click **Cancel Subscription** to confirm — or click **Keep Subscription** to abort. {% endstep %} {% endstepper %} ### Bulk Cancellation To cancel multiple subscriptions at once, the merchant follows these steps: {% stepper %} {% step %} ### Navigate to the subscriptions list Select the checkboxes next to the subscriptions with an "ACTIVE" status. {% endstep %} {% step %} ### Select Cancel Click the **Action** button at the top of the table and select **Cancel**. {% endstep %} {% step %} ### Choose a reason A confirmation modal appears, prompting the merchant to select a single Cancellation Reason that will be applied to all selected subscriptions. {% endstep %} {% step %} ### Confirm the bulk action Choose the appropriate reason and click **Cancel Subscription** to confirm the bulk action — or click **Keep Subscription** to abort. {% endstep %} {% endstepper %} {% hint style="warning" %} The same Cancellation Reason is applied to every subscription included in a bulk action — reasons cannot be set individually per subscription within a single bulk request. {% endhint %} #### ✅ Usage examples: * Merchant cancels a single gym membership subscription for a member who reported the gym is too far from home, selecting "Other" as the reason. * Merchant selects 12 expiring tuition subscriptions with low attendance and bulk-cancels them at end of semester, selecting "Not using the service frequently." * Merchant cancels a co-working desk rental subscription after the tenant reports moving to a cheaper shared space nearby, selecting "Found a better alternative." ### Merchant Experience Merchants manage cancellations entirely from the Subscription list at `Subscription and Billing → Subscription`: * Individual cancellation is available via the three-dot (**More Actions**) icon on any subscription row. * Bulk cancellation is available via the **Action** button once one or more "Active" subscriptions are checked. * Both flows route through the same confirmation modal, requiring a **Cancellation Type** and **Cancellation Reason** before the action is finalized. ## FAQ
Can I cancel more than one subscription at the same time? Yes. Select the checkboxes next to subscriptions with an "Active" status in the subscription list, then use the **Action** button and choose **Cancel**.
Does every cancellation require a reason? Yes. The confirmation modal requires the merchant to select a Customer Cancellation Reason — for both individual and bulk cancellation — before the action can be confirmed.
Can I back out of a cancellation after opening the confirmation modal? Yes. Click **Keep Subscription** in the confirmation modal to close it without cancelling the subscription.
Which subscriptions can be included in a bulk cancellation? Bulk cancellation targets subscriptions with an "Active" status, selected via checkboxes in the subscription list.
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